Search results for: 'centers'

21 Oct 2021  |  Europe  |  Customer Research

Impact of COVID-19 on Healthcare Contact Centers

Acceleration in WAHA, Self-Service & Cloud Investments

Infographics

×

The healthcare industry was hit hard by the pandemic as it tackled the toughest of challenges around the globe- slowing down the virus, managing hospital capacity, keeping its staff safe, and ensuring patient privacy and confidentiality. Contact centers were busy far beyond capacity, driving organizations of all sizes to accelerate investments in s...

The LATAM cloud contact center (CC) market grew substantially in 2022, driven by accelerated migration from premises-based contact center implementations. As organizations realize that providing superior customer experience (CX) is fundamental for competitive differentiation, they respond to growing customer expectations by delivering seamless, eff...

In recent years, businesses have increasingly focused on employee engagement and brand loyalty, rather than customer experience (CX), as the primary drivers of success. However, in the next two years, improving CX has become the top priority again, followed closely by ensuring business continuity and optimizing operational efficiency and productivi...

This Frost & Sullivan study comprehensively analyzes the Latin American data center colocation services market, covering strategic imperatives/challenges, insights, growth drivers and restraints, trends, market sizing and forecasts, competitive landscape, market share, 17 company profiles of the largest participants, and growth opportunities. The g...

Macro trends in the Middle East and North Africa, namely, economic diversification from non-oil segments, rising urbanization, socio-economic reforms, and development of infrastructure, have aided in the rising demand for steel. The Arab Spring revolution will continue to shape the development of the region. Steel service centers (SSC) are the pref...

Edge computing refers to processing and computing data as close to the point of origin as feasible, enabling near-real-time decisions and insights to drive better outcomes. It is computing that moves intelligence, processing, analytics, and communication capabilities closer to the data source. The goal is to reduce latency while ensuring highly ef...

Along with healthcare, retail was one of the industries most impacted by the COVID-19 pandemic, which forced rapid change and innovation because retail goods and services are often necessities in peoples lives, not nice-to-haves as seen in the travel and hospitality sectors, for example. In some of these verticals, customers slowed down or stopped...

Frost & Sullivan defines workforce optimization (WFO) as a strategy to integrate disparate contact center workforce applications, monitor and analyze customer and agent interactions, and automate processes to optimize resources. WFO is an important segment of the contact center industry because it drives performance, agent engagement, and an improv...

This research study covers the workforce optimization market in the contact center space from a global lens. The study outlines the key elements present in a comprehensive WFO strategy as well as some of the main players in the global workforce optimization market. The COVID-19 pandemic has accelerated the need for modern contact centers to mana...